Balance transfer showing on both credit cards

Manj09

Hi gezkc,

I am sorry to hear that you are in the same nightmare situation as me. I just called Santander and they have told me that the recalling process is still pending, they are waiting on the Faster Payment trace report which will be available on the 11th June. I am not sure what will happen after that, will they be able to recall the money with this report or tell me the same thing that they have told you? (it is not our problem). I wanted to do another balance transfer to another credit card to avoid paying the interest but i am worried that virgin still have account number problems after what you have told me.

scott_lithgows

Good luck both of you,it took 6 months from the failed BT to get my case sorted out

gezkc

It'll be interesting to see what Santander say about the recalling process on Wednesday - please post on here when you hear back from them.
They gave me the impression that doing a recall would be no trouble but when it came down to it, they refused.

Manj09

Hi Gezkc, my balance transfer problem has been solved thank god. I phoned Santander yesterday to find out if the recalling process has been completed and they told me that they are!still was waiting for the Faster Payment trace report and they assured me that this will be completed by today (12th). So in the meantime i called Virgin credit card to find out my min payment for this month (called yesterday) and guess what? My balance was £0, they found the money on the 9th of June but did not bother telling me! I asked them where was the money and how did you find it, no answers. All they could tell me was the specialist team manually adjusted my account and i am certain that they had the money all along. I am still not happy with how they dealt with the problem. Santander recalling process was supposed to be completed on the 9th of June but that was still pending and Virgin found the money on the 9th, i find this little weird. What i don’t understand in your case is why Virgin have not made the effort to look for they money when you have proof that they have received it and why Santander wont recall the money? When i spoke to Santander for the first few times different agents were telling me different things and i then managed to speak to their Manager who OFFERED to recall the money.
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I still have an ongoing issue with Virgin credit card because my!last min payment was for £144, £88 was interest. virgin told me i did not have to pay the interest as this situation was not my fault. So i paid the remaining balance before the deadline, i then checked few days later!through their automated system and everything was fine (thank you for the recent payment). This week when i was chasing virgin up they informed me that my account is past due date, they told me that the agent had advised me wrong and i still owe £88 (this is all noted on my account notes). I also incurred late charges fine, which they have told me was credited back to my account as well as the interest!but this has but a black mark against my credit file. They claim that they will inform the credit agency to correct this but will take few weeks, i am fuming and don’t trust them to do this.
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I hope your case gets resolved quickly and keep us posted.
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gezkc

Hi Manj09,


That's great news that they've cleared your balance, even if they've been very unclear as to what the problem was or how they've sorted it out.


Regarding my situation, I phoned Santander to say I wasn't happy that they'd rejected my complaint and had refused to recall my balance and they've now agreed to reopen my complaint - I'm supposed to be getting a call back from them about it, but it's almost a week since I was told this and nothing so far.


On Friday 12th, I also emailed Virgin money on their [EMAIL="info@virginmoney.com"]info@virginmoney.com[/EMAIL] email and put my whole complaint out in writing (previous to this everything had been over the phone). Within 3 hours, I received a phone call from someone at Virgin Money apologising for what had happened and saying that he would be passing this across to the complaints team (though I was rather gobsmacked this hadn't been done already - I logged the complaint with them back in April!) and they would get back to me asap. Following this, I received a call from Virgin Money complaints on Monday 15th June saying they had finally found the missing payment (again, why was this not done before - as I'd been told over the phone that they had search all payment records and could not find it) and that they would clear my balance and credit back any interest I had been charged, and how did £100 compensation sound? So far, as of Wednesday 17th June, they've credited the interest back, but I still have the £3000 balance on both cards. I'm presuming this should be sorted out on Virgin Money's side very shortly since they've now found the payment, but I'm in contact with the Financial Ombudsman just in case it doesn't. I'd also like their advise on compensation, as I don't really know what I can realistically expect for this mess up. All I know is, £100 doesn't come near to compensating the hassle and stress I've been put through with this.


Anyway, that's my situation. I'm glad yours has been resolved.